Transformation Leader, Passenger Experience

1 month ago

Old Toronto, Canada Toronto Pearson International Full time
Director, Customer Experience and Development

At Toronto Pearson International, we are committed to becoming one of the most advanced, sustainable, and passenger-friendly airports in the world. As a key member of our team, you will play a pivotal role in shaping the future of travel experience.

This is an exciting opportunity to join our airport's customer experience transformation journey. You will oversee the development and implementation of Toronto Pearson's customer experience strategy, collaborating with government agencies, airlines, and airport stakeholders to enhance the passenger journey, streamline processes, and create a world-class travel experience.

Main Responsibilities:
  • Develop and execute a comprehensive customer experience strategy aligned with Toronto Pearson's overall vision.
  • Lead and manage passenger research and insights to inform decision-making and drive continuous improvement.
  • Oversee passenger accessibility initiatives to ensure a seamless and inclusive experience for all travelers.
  • Foster strong relationships with government agencies and advocate for Toronto Pearson's interests.
  • Implement innovative technologies and tools to enhance the passenger experience.
  • Manage the development and delivery of airport amenities and services.
  • Lead a team of dedicated professionals to achieve exceptional results.
  • Model the GTAA leadership behaviors to support and further the business' vision through building and development of diverse, multi-skilled teams.

We are seeking a highly experienced professional with a strong track record in delivering exceptional customer experiences. To be successful in this role, you will need:

  • A post-secondary degree in business, aviation management, marketing, or a related field.
  • 7 years of experience in an airport environment or similar, serving a large and complex customer base.
  • 5 years of experience in people management (direct report or cross-functional).
  • 5 years of experience in contract management and customer service relationship management.
  • Ability to obtain and retain Transportation Security Clearance.
  • A passion for delivering exceptional customer experiences.
Salary Range:$120,000 - $180,000 per annum

At Toronto Pearson International, we value a wide range of experience and offer a competitive salary package. If you have proven relationship management skills, demonstrated ability to influence and collaborate cross-functionally, solid business acumen, excellent communication skills, and the ability to successfully manage under pressure, we encourage you to apply.

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